Terms and conditions

Copyright Notice

Models for Heroes reserves copyright of all content on the Models For Heroes web site, facebook, twitter and instagram accounts, including but not limited to design, text, drawings, graphics and photographs and other related files. None of these may be republished, reproduced, downloaded, displayed, distributed, posted, transmitted or sold in any form or by any means in whole or in part without prior written permission from Models for Heroes committee.

Artwork and logos of other charities, companies and organisations are displayed on the Models For Heroes website by kind permission of their respective owners. Please respect the copyright laws and obtain written permission from the owner before using any logo.

No Models For Heroes content may be reproduced and reused for any commercial purpose whatsoever. All page headers, button icons, collection material, custom graphics and all other types of graphics used on this site may not be copied or imitated without the permission of Models for Heroes.

Models for Heroes ‘Heart Part’ is a registered trademark and cannot be reproduced, represented or displayed for commercial, charitable, journalistic or for any reason without the express permission of Models for Heroes committee.

Please email enquiries@modelsforheroes.co.uk to discuss reproduction options.

Complaints & Feedback Policy

The Models for Heroes’ complaints and feedback policy outlines the procedure in which to complain to us and our procedure for listening and handling and resolving those complaints.

We are committed to upholding transparent, legitimate, accountable procedures for beneficiaries, trustees and volunteers while in pursuit of the charitable aims of Models for Heroes. We do this by following charity law, the fundraising code, and other regulators of best practice. However, if you are unsatisfied with any element of our charitable activity, conduct, or policy, or wish to provide us with feedback, please follow these procedures below:

How to complain:

please let us know about your complaint or feedback with as much detail as possible. Include:

what your complaint is about, including exactly what we did that we shouldn’t have (or what we didn’t do that we should have done),
what has been lost in terms of personal injustice, financial loss, hardship or inconvenience,
what you would like us to do to put things right,
include facts and figures and copies of any relevant documentation if possible.

E-mail in the first instance to enquiries@modelsforheroes.co.uk

Or write to our team at the below address:

Models for Heroes
Complaints & Feedback
1 Harrier Road,
RG20 4AB

Note: Models for Heroes do not operate a landline telephone number.

On receipt of the complaint we will:

Record and update details of your complaint.
Acknowledge your feedback as soon as possible, with in 2 working days.
Investigate the complaint fairly, proportionately and with undue delay, treating it with sensitivity and discretion.
We aim to complete any investigation and send you a written response to resolve your complaint within 5 business days of receiving it. If we need to make a detailed investigation, or involve external parties we will let you know and keep you informed of progress.

How to take a complaint further:

If you’re unhappy with how we have dealt with your complaint, you can ask for it to be reviewed by the following regulated organisations depending on the nature of the complaint:

The Consumer Ombudsman: http://www.consumer-ombudsman.org/
The Parliamentary Ombudsman: https://www.ombudsman.org.uk/making-complaint
The Fundraising Regulator: https://www.fundraisingregulator.org.uk/complaints/make-complaint
The Charities Commision: https://forms.charitycommission.gov.uk/raising-concerns/